AccountId: 011433970860
ContactId: 8d5bc13f-bc82-41f4-987d-bf1d39f2676d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393619 ms
Total Talk Time (AGENT): 150215 ms
Total Talk Time (CUSTOMER): 131141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8d5bc13f-bc82-41f4-987d-bf1d39f2676d_20250103T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi sorry how are you?
[AGENT][NEUTRAL] I'm fine how are you doing today?
[CUSTOMER][NEUTRAL] I'm great, I'm great, um, I am calling to see if I have coverage at, um, in this office that I'm trying to go to.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, I can help you with your benefits. Um, can you give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, it's under my husband's.
[CUSTOMER][NEUTRAL] And the last card I have.
[CUSTOMER][NEUTRAL] Is it says 02363607.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I do show that is an active policy and this is a dental policy.
[AGENT][NEUTRAL] Is that correct? OK. Can you verify your date of birth for me, please, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you also verify your address, phone number, and email address that we have on the policy?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you I appreciate you verifying that information for me. OK, so you're calling today because you want to know if your policy.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Will be used um.
[AGENT][NEUTRAL] For dental, the dental provider that you wanna go to, is that correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna refer you to our website, um, it's [PII], like [PII].
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. You'll go in there and in the search bar you're you're gonna uh search for a provider.
[CUSTOMER][NEUTRAL] Hold on just a second. I don't you say [PII], right?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] You're gonna find a provider, um, it'll uh give you prompt to put in your zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the all the providers in your area will come up.
[CUSTOMER][NEUTRAL] Where ex that I see claim claim status search site.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Up at the top right hand corner where it says search the site put in provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] provide the resources.
[AGENT][NEUTRAL] Yes, that's it. And then you'll put in your um zip code.
[CUSTOMER][NEUTRAL] You may ask what.
[AGENT][NEUTRAL] And the providers in your area will pull up.
[CUSTOMER][NEUTRAL] And I I'll be busy register as a provider.
[CUSTOMER][NEUTRAL] I study.
[CUSTOMER][NEGATIVE] I don't see where I'm looking for because I'm overlooking it.
[CUSTOMER][NEUTRAL] OK, oh, I've gone here it says online service center.
[AGENT][NEUTRAL] The online service center is actually where you go to file claims and get copies of your policy.
[CUSTOMER][NEUTRAL] Oh, OK, because then they have next to it it says view claim forms and claim status is next to that.
[AGENT][NEUTRAL] OK, let's see, let me go in there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Register your provider register as a provider providers can easily confirm coverage and eligibility.
[CUSTOMER][NEUTRAL] I see why they ask.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm looking at it too to see.
[AGENT][NEUTRAL] You really can use, just so you know, you can use any dental provider that you want to use, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If they give you up at the top where it says individuals with Carrington dental plans.
[CUSTOMER][NEUTRAL] I don't see that on here.
[AGENT][NEUTRAL] Or the lady is?
[CUSTOMER][NEUTRAL] Oh wait, I gotta go back. OK, OK, Thursday. Oh, OK, I went too far out.
[AGENT][NEUTRAL] And then search dental providers right there you'll click on that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then let me go with the city.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's I.
[AGENT][NEUTRAL] And then you just choose the provider you'd like to use.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to, OK, well I have it now. I'll have to keep you on the phone to do this part.
[AGENT][NEUTRAL] OK, that's fine, that's fine. OK. All right. Well, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK. All right, well, we appreciate you calling.
[CUSTOMER][POSITIVE] And I thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK, have a great rest of your day.
[AGENT][POSITIVE] You have a blessed day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] OK.